Digital Transformation Handbook: An agile approach to maximise value by Palfreyman John

Author:Palfreyman, John [Palfreyman, John]
Language: eng
Format: epub
Published: 2020-08-08T16:00:00+00:00

Figure 4-20: Experiment step

If the experiment results in a significant change in the difficulty and strategic value scores, it will be necessary to loop back to the prioritisation phase as a re-ordering of the transformation backlog may be needed. Once this is done, the top one or two elements of the backlog form the basis of the plan step.

WE.care story [#9]: Experiment

Mara is out on the road with Michel, one of the community based WE.care partners and are grabbing a quick coffee together before visiting their next customer. Their conversation quickly turns to the first experiment in their digital transformation.

Michael has been part of the mobile partner pilot team for three weeks and is really proud of the new app and extols its virtues to Mara. In the past, Michel used paper-based forms to capture the details of a customer visit. The HQ based operations team started the form and handed to Michael at the begining of his shift, detailing where he needed to be and what he needed to do on the particular visit. After the customer visit, Michael completed the form and handed it back to the operations team at shift end. It was a tried and tested system and worked well - - until it went wrong! Michel’s schedule would often change during the day, and he occasionally had to visit a customer without the form. This got really messy and could only be resolved with multiple phone calls to base. The trip to HQ at the beginning and end of his shift was a waste of an hour, and the only way to access customer history data not captured on the form again needed time consuming phone conversations.

Things are much simpler with the app. It runs on Michel’s personal iPhone and provides an easy to access customer workflow. Michael was originally worried that his phone wouldn’t be ideal to access detailed customer and work information, but the intuitive user interface presents him with exactly the information he needs, when he needs it and in a form that supports what he’s doing at the time. If Michel’s schedule changes, the app is automatically updated to guide him through exactly what he needs to do with the new customer. And there’s no need to go back to HQ at the start and end of his shift.

Mara has also seen an amazing improvement in business information since the app pilot started. She can have informed discussions with her operations team to streamline future approached to community care provision, rather than relying on their ‘gut feel’.. WE.care’s cash flow has also improved. Integration with the billing systems means that accurate invoicing for work done is issued to the clients in a timely fashion.

Mara has a meeting planned with the transformation team in two days-time to discuss the options for moving the experimental system towards production usage in WE.care so all the partners and leaders can reap benefit from the first important step on their transformational journey.

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